Results 1 to 15 of 15
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04-05-2012, 06:32 PM #1Newbie
- Join Date
- Aug 2010
- Posts
- 20
Turnkey Internet - Trouble with Order Processing
Hello everyone... I am usually last to ever right a bad review about company but this company just treats their customers like crap. I recently signed up for their new Reseller deals through the offers section, and after signing up I received no email conformations or anything at all.. So I said "ok" maybe they're a little backed up? Two hours later... no avail. Contacted them through a ticket... No answer... And last but not least, I tried live chat, and this is what I get back in a response. I am abusing them apparently. Tell me this chat conversation wasn't ridiculous... Because if it wasn't, then I'm not sure what is and what is not ridiculous anymore.
Nicholas (06:21:54) : Hello Joe, Welcome to Sales Chat, I can assist you with any sales related questions you may have... How can I help you?
Joe (06:22:05) : Hey... I recently signed up for an account
Joe (06:22:15) : But received no email conformations
Joe (06:22:20) : And no login details
Joe (06:22:27) : As well as my tickets have no been answers
Joe (06:22:30) : answered*
Joe (06:22:34) : This is ridiculous
Nicholas (06:22:45) : Bare with me
Nicholas (06:22:48) : this is sales chat
Nicholas (06:22:54) : so I would need a ticket number
Nicholas (06:22:56) : please
Joe (06:23:27) : PZH-193-48343
Joe (06:23:54) : What ever happened to instant activation
?
Nicholas (06:24:05) : Please bare with me sir
Joe (06:25:16) : I'm baring
Nicholas (06:24:10) : it*
]
Nicholas (06:25:08) : There must have been a problem with the provisioning
Nicholas (06:25:12) : I am looking into it
Nicholas (06:25:39) : Sir
Nicholas (06:25:44) : your account is acti9ve
Nicholas (06:25:53) : Your welcome email was sent to you
Nicholas (06:25:57) : It is in your email
Joe (06:26:03) : It includes no login details
Joe (06:26:09) : It just says welcome to Turn Key
Nicholas (06:26:17) : Seriously
Nicholas (06:26:23) : Please refrain from being rude
Nicholas (06:26:28) : I am trying to assist you
Joe (06:26:37) : Are you serious?
Joe (06:26:41) : How am I being rude
Nicholas (06:26:43) : and in your email, it said this
Joe (06:26:54) : Please go ahead and cancel my account and re-fund me
Nicholas (06:26:53) : Which are your login details
Joe (06:27:00) : I'm not dealing with you or your company
Joe (06:27:02) : this is nonsense
Joe (06:27:08) : Ridiculous
Nicholas (06:27:21) : We do not take abuse from clients in any way shape or form
Joe (06:27:31) : HOW IS THIS ABUSE
Nicholas (06:27:41) : You can submit your cancellation within your client area
Nicholas (06:27:46) : Thank you and have a great day
Turnkey, you have let me down.
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04-05-2012, 06:50 PM #2
TurnKey Provision account for client via live chat, but client chooses refund instead
Hi Tealhost, what Nicholas is referring you to is the terms of service you agreed to at signup:
http://www.turnkeyinternet.net/doc/TermsOfService.php
INTERACTION WITH CUSTOMER SERVICE
The TurnKey Internet customer service team takes great lengths to provide polite, prompt and excellent customer service at all times. For the safety and protection of our staff and their families we have a zero tolerance policy in regards to abuse of our staff. You may not threaten, abuse, shout at, swear at, insult, or otherwise disrespect our staff during any form of business communication including, but not limited to in person, telephone, live chat, fax. postal mail, Email, forum post, blog post, instant messenger, or ticket response. Violations of this aspect of the Terms of Service is subject to account termination without warning. If such a termination takes place no refund will be given.
As you can see from the live chat log, you omitted part of the conversation (woopidy doo da day was your reply for instance in spot) and you also omitted your other chat logs just prior to this one- but Nicholas was cautioning you that abuse of our service and support team is outside the guise of our terms of service.
Account
Nicholas has joined the chat.
Nicholas (06:21:54) : Hello Joe, Welcome to Sales Chat, I can assist you with any sales related questions you may have... How can I help you?
Joe (06:22:03) : Hey... I recently signed up for an account
Joe (06:22:14) : But received no email conformations
Joe (06:22:18) : And no login details
Joe (06:22:25) : As well as my tickets have no been answers
Joe (06:22:28) : answered*
Joe (06:22:32) : This is ridiculous
Nicholas (06:22:45) : Bare with me
Nicholas (06:22:48) : this is sales chat
Nicholas (06:22:54) : so I would need a ticket number
Nicholas (06:22:56) : please
Joe (06:23:26) : PZH-193-48343
Joe (06:23:52) : What ever happened to instant activation
?
Nicholas (06:24:05) : Please bare with me sir
Nicholas (06:24:08) : I am looking into iut
Nicholas (06:24:10) : it*
]
Nicholas (06:25:08) : There must have been a problem with the provisioning
Nicholas (06:25:12) : I am looking into it
Nicholas (06:25:39) : Sir
Nicholas (06:25:44) : your account is acti9ve
Nicholas (06:25:53) : Your welcome email was sent to you
Nicholas (06:25:57) : It is in your email
Joe (06:26:02) : It includes no login details
Joe (06:26:07) : It just says welcome to Turn Key
Joe (06:26:12) : woopidy doo da day
Nicholas (06:26:17) : Seriously
Nicholas (06:26:23) : Please refrain from being rude
Nicholas (06:26:28) : I am trying to assist you
Nicholas (06:26:34) : Alpha Reseller Domain: tki21458.tealpalm.com
Username: tkitealp
Password: ****** <--- removed from WHT POST for security
Hosting Package: Ultimate Reseller Hosting Platinum Double
Nameservers:
ns34a.turnkeywebspace.com (66.206.36.128)
ns34b.turnkeywebspace.com (66.206.37.128)
Joe (06:26:36) : Are you serious?
Joe (06:26:39) : How am I being rude
Nicholas (06:26:43) : and in your email, it said this
Joe (06:26:52) : Please go ahead and cancel my account and re-fund me
Nicholas (06:26:53) : Which are your login details
Joe (06:26:58) : I'm not deal with you or your company
Joe (06:27:00) : this is nonsense
Joe (06:27:07) : Ridiculous
Nicholas (06:27:21) : We do not take abuse from clients in any way shape or form
Nicholas (06:27:29) : Thank you very much
Joe (06:27:29) : HOW IS THIS ABUSE
Nicholas (06:27:41) : You can submit your cancellation within your client area
Nicholas (06:27:46) : Thank you and have a great day
Our sales person was able to get billing to release the order when he put in the inquiry, and it was provisioned and during this 3rd chat (the log above) our team even copy and pasted said welcome email for you (as you got even more irate with our staff).
So as of right now, as you requested, your account was refunded and terminated - and we have closed the account as you requested.
Have a nice day, and I do hope you find what you are looking for out there, but im afraid it wont be with turnKey going forward.█ Colohouse | P: 877-539-4638 | E: hello@colohouse.com
█ Dedicated Servers | Cloud VPS | Colocation | Web Hosting | Public & Private Cloud | IaaS & DRaaS
█ Data Centers: New York | Chicago | Miami | Colorado | California | Amsterdam
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04-05-2012, 06:58 PM #3Web Hosting Master
- Join Date
- Jul 2009
- Location
- The backplane
- Posts
- 1,788
I put down $5 that the e-mails are in your spam folder.
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04-05-2012, 07:23 PM #4Disabled
- Join Date
- Dec 2011
- Location
- Seattle, WA
- Posts
- 1
Hello,
It actually looks like that TurnKey was attempting to assist you in the following issue you have consulted with. Although from reading the chat above the customer has requested immediate assistance to an email issue, and no words of assault, or immature behavior were exchanged nor taken. It looks like Turnkey is referring to their terms of service in which you must follow which is highly recommended you read them before purchasing any products from any hosting provider. Although according to the review you have posted, and the one that turnkey has counter posted. It looks like as if you were trying to hide/censor the account details that they did send you in assistance to your issue. I am not defending Turnkey, nor am I defending the review. I am just stating that, it looks like this issue was handled appropriately in assistance. Although, Thank you for the heads up(:
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04-05-2012, 08:03 PM #5Junior Guru
- Join Date
- Mar 2012
- Posts
- 199
██ http://www.graywebhost.com Colin [at] GrayWebHost.com
██ Affordable, reliable shared hosting for personal, small, and medium sized hosting accounts.
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04-06-2012, 02:28 AM #6Web Hosting Master
- Join Date
- Dec 2011
- Posts
- 625
Kindly take note if your email client is under hotmail, yahoo nor gmail. All of those automated email will be in your junk or spam mail, you should check everything before act. Please bear with me that I don't see anything wrong in the conversation, if you couldn't accept the way they process then next times check their support regarding the entire procedure before purchase.
********.COM | Web Hosting Provider
₪ Specialised in Web Hosting, Dedicated Server, Domain Name since year 2001.
₪ Trusted by over 50,000+ clients worldwide.
₪ Malaysia, Singapore, United State
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04-06-2012, 02:31 AM #7Junior Guru
- Join Date
- Dec 2011
- Posts
- 218
It could have gone to your spam folder. I also find that the support staff was indeed trying to assist you in the first place.
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04-06-2012, 02:41 AM #8Web Hosting Master
- Join Date
- Aug 2004
- Location
- Earth
- Posts
- 8,154
Title is a bit misleading since you never got to experience their service and canceled your account before you even started using it?
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04-06-2012, 02:41 AM #9ShillBuster
- Join Date
- Jun 2003
- Location
- Spain
- Posts
- 4,251
I'm a TKI client and they've been great to deal with!
However, I always behave sensibly and courteously with them and all my other providers.
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04-06-2012, 04:24 AM #10Junior Guru Wannabe
- Join Date
- Feb 2012
- Location
- Singapore
- Posts
- 74
seriously, if you treat people like dirt
people will just throw dirt at you
treat people the way you want others to treat you██
██
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04-06-2012, 04:59 AM #11Junior Guru Wannabe
- Join Date
- Apr 2010
- Posts
- 65
You know what, if I was offering you assistance and you spoke to me like that, I'd ensure you were fully refunded and blacklisted. What on earth has happened to general courtesy and politeness?!
But then again, fortunately, not having any shareholders to pander to, and comfortably paying my bills from my income, I'm in a position to do so.
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04-06-2012, 05:03 AM #12Temporarily Suspended
- Join Date
- Mar 2012
- Posts
- 346
Nicholas from TurnKey has a problem and he is very RUDE. that is what made me turn away from them, i did not even bother to try them out.
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04-06-2012, 06:26 AM #13Junior Guru Wannabe
- Join Date
- Apr 2010
- Posts
- 65
Judging by the transcript the OP pasted, Nicholas doesn't let people talk to him like dirt which I fully support.
I'm getting fed up with people who take such a crap attitude towards support staff (when it's not deserved). We see it weekly on here where someone says "OMG company x are sooooo bad they cancelled my service blah blah blah". Then we see the transcripts and the person has said something like "You ***** I'm going to **** you if you dont ****** sort this within the next 35 seconds you ***** ".
Ok, that's not quite what the OP did, but his attitude still stinks.
I, for one, am even more tempted by turnkey now. Anyone who doesn't give in to people behaving like idiots is a total winner in my book.
/rant.
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04-06-2012, 07:15 AM #14ShillBuster
- Join Date
- Jun 2003
- Location
- Spain
- Posts
- 4,251
Absolutely!
The problem is that people have an overestimated value of their own importance as a client. And virtual communication allows them the latitude to behave in a way that they'd never do in real life.
Respect and maturity is called for on both sides.....and if a client steps over the line they need to be reminded of the need to conduct themselves in a responsible manner.
If they fail to take that on board....then red card them. The reality of doing business is that there's some clients who you'd prefer your competitors to have.
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04-12-2012, 11:14 PM #15WHT Addict
- Join Date
- Apr 2012
- Posts
- 133
There must of been another reason why the buyer wanted to cancel account.
Perhaps he found another host after sign up, needed the money, or changed his mind.
Not getting an automated email within 2 hours does not justify cancellation.
I will say that the clients attitude during the chat session is outrageous. +1 for turnkey.
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